Service Flashcards

1
Q

Service (Definition)

A

A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.

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2
Q

How to achieve Value

A

True value is achieved through active collaboration between providers and consumers.

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3
Q

What is an Outcome?

A

A result for a stakeholder enabled by one or more outputs.

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4
Q

Risk

A

A possible event that could cause harm or loss or make it more difficult to achieve objectives.
- Consumers can contribute to the reduction in risk by making sure they communicate their requirements and constraints clearly.

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5
Q

What is Utility?

A

The functionality offered by a product or service to meet a particular need. FIT FOR PURPOSE.

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6
Q

What is Warranty?

A

Assurance that a product or service will meet agreed requirements. FIT FOR USE.

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7
Q

Co-Creating value

A

value can’t be created without Utility and Warranty.

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8
Q

What is Product?

A

A configuration of an organization’s resources designed to offer value for a consumer. Can be used by one or more service offerings.

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9
Q

What is Resource?

A

Something you own or have access to.

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10
Q

Service Offering (Definition)

A

A formal description of one or more services, designed to address the needs of a target consumer group.

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11
Q

Service offering may include

A

Goods / Access to resources / Service actions
- Not all are required or needed based on the service

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12
Q

Goods (Service Offering)

A

Something that is transferred from the supplier to the consumer, so the consumer takes ownership.

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13
Q

Access to resources (Service Offering)

A

Something that is granted or licensed to the consumer under specific terms and conditions, but ownership remains with the provider.

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14
Q

Service actions (Service Offering)

A

Actions performed by the provider to support the needs of the consumer.

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15
Q

Service Management (Definition)

A

A set of specialized organizational capabilities for enabling value for customers in the form of services.

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